Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Licenses
Timeline
Generic

Katrina Laster

Jacksonville

Summary

Resourceful, Business Professional, who is detailed oriented in process improvement, sales/business management, customer success management, account management, internal audit / first-line control monitoring/testing, and operations. More than twenty years of sales and operational experience. Proficient in leading teams to achieve results, crafting a vision for the team, defining cost reduction and team efficiency, and prioritizing effective management plans to support a culture of continuous quality improvement.

Overview

13
13
years of professional experience

Work History

Treasury Management Client Support Specialist II

Seacoast Bank
04.2023 - Current
  • Supports migration efforts to include validation, customer support, and intensive troubleshooting
  • Provide procedural and technical support via telephone, email, and virtual communication to clients on all TM products and services
  • Analyze the current database formats and provide recommendations for efficient processing
  • Analyze the method of transforming existing data into formats for the new environment; loading data into other database structures; reviewing existing migration tools and providing recommendations; improving the performance of the migration process; and providing necessary changes and support documentation.

Team Lead Mortgage Operations

Flagstar Bank
11.2020 - 05.2022
  • Managed a team of up to 30 customer-centered loan processors, focused on the best practices to deliver as per the Service Level Agreement (SLA), CSAT, and Quality performance of the department
  • Monitored, trained, and evaluated the quality of the team
  • Analyzed the error trend of the team and updated the senior management with processes and or procedures to eliminate the error
  • Identified the key issues within the loan processing process that pose regulatory risk and successfully implemented changes which in turn limited the organization's exposure
  • Handled escalated client concerns and complaints and responded per the client contract and department procedures
  • Established multiple, internal working relationships within various levels of the organization, and acted as a steering committee to identify and address issues.

Business Consultant

First Data USA
10.2017 - 03.2020
  • Supported 8 branch banking alliances for leading financial services institutions
  • Partnered with Retail Banking, Commercial Lenders, and Treasury Management in successfully acquiring merchant services relationships
  • Responsible for account management of more than 30 key business relationships
  • Partnered with new clients, regional support, training team, and additional business partners in project management initiatives
  • Established and monitored the client's implementation schedule to ensure properly targeted deadlines were met
  • Prepared and delivered monthly, quarterly, semi-annual, and/or annual business reviews/health check-ups.

Mortgage Loan Consultant

PHH Mortgage Services
01.2016 - 05.2017
  • Proactively solicited new residential and refinance mortgage loan requests
  • Educated borrowers regarding federal mortgage lending policies
  • Managed pipeline through the entire loan and underwriting process
  • Negotiated prices, terms, and conditions with mortgagors
  • Communicated effectively with all stakeholders, including customers, sales associates, builders, and 3rd party interested parties.

Treasury Management/Merchant Services Sales Officer

CenterState Bank
03.2013 - 01.2016
  • Conducted market research and prepared/updated sales strategies for promoting various treasury management and merchant services products and services
  • Evaluated market needs, discovered potential opportunities, and worked closely with the director to identify new sales channels to meet/improve the sales agenda for each branch location
  • Provided sales support to key staff members such as commercial lenders and branch managers while presenting and meeting with market leaders and business clients
  • Monitored customer satisfaction, addressed issues, implemented products, and services, and provided solutions while ensuring proper documentation and agreement execution
  • Assisted with the development of sales campaigns based on customer feedback and company vision
  • Consulted with new and existing corporate clients to develop needs-based recommendations for their treasury management and merchant service needs.

Customer Relationship Manager/Sales Support Specialist

Bank of America
06.2011 - 03.2013
  • Managed a portfolio of more than 200 loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/ DIL, and foreclosure
  • Assisted customers with the retention and/or liquidation process and navigated the process on behalf of the customer
  • Reviewed documentation for accuracy and completeness
  • Analyzed credit, capacity, and collateral by established policies and procedures
  • Consulted with business partners to build internal relationships to facilitate customer loss mitigation options
  • Supported client relationships by identifying unmet needs while serving as the initial point of contact for account openings/closings, as primary escalation contacts for service-related issues arising out of the service center, and as a liaison assisting clients with navigating the bank and interacting with various client team business partners and support centers
  • Demonstrated a strong client focus, awareness, and understanding of the organization and operational aspects of the products and services used by clients
  • Provided industry, prospecting, and client research support to the client team for use in the sales process and assisted with sales presentation content development as requested.

Education

Bachelor of Science in Business/concentration in Business Management and Finance -

University of Phoenix

Skills

  • Team Leadership
  • Project Management
  • Relationship Management
  • Business Process Management
  • Problem-Solving/Management
  • Customer Communication/Management
  • Process Validation
  • Operating Procedures Implementation
  • Lean Six Sigma

Accomplishments

  • Enlarged the Customer Base: Spotlight CRM by actively maintaining close working relationships with both existing and new customers.
  • Exceeding Sales Goals: 107% sales goal achievement
  • Innovations: Innovated new sales training tools, procedures, and marketing techniques to increase sales objectives of products and services.

Professional Licenses

  • Licensed Claims Adjuster
  • Licensed Mortgage Loan Originator, currently licensed in 13 states. Licensed by the NMLS

Timeline

Treasury Management Client Support Specialist II

Seacoast Bank
04.2023 - Current

Team Lead Mortgage Operations

Flagstar Bank
11.2020 - 05.2022

Business Consultant

First Data USA
10.2017 - 03.2020

Mortgage Loan Consultant

PHH Mortgage Services
01.2016 - 05.2017

Treasury Management/Merchant Services Sales Officer

CenterState Bank
03.2013 - 01.2016

Customer Relationship Manager/Sales Support Specialist

Bank of America
06.2011 - 03.2013

Bachelor of Science in Business/concentration in Business Management and Finance -

University of Phoenix

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Katrina Laster